A little concerned! This is NOT the first Pet Insurance company I've been with and this was my first claim with Pet's Best. First, I understand the pandemic has slowed things down, ok, that's fair. They have 45 days, legally, to get it paid. But, I did call Pet's Best to ask questions about submitting a claim and followed those instructions, which was to submit online via their website. That was very confusing, the choices were NOT CLEAR, AND several of the REQUIRED choices did not fit, but you HAD TO CHOOSE ONE or it would not let you go on. My claim was a somewhat typical UTI for my male cat, nothing complicated, but it has been a long haul because the bacteria just isn't going away! After I submitted my claim, I had to go back into the Pet's Best site to look at something else and I noticed I had TWO CLAIMS.....but I'd only submitted ONE. I also noticed both of those claims said "UNDIAGNOSED".....which was also strange, since that was not the case at all. I called Pet's Best, and in the course of that conversation, was told "you have some invoices that are tagged as wellness"...........NO, nothing in any of my invoices was for wellness issues, that was very clear. They were all for testing, antibiotics and other items needed to do the testing as well as a culture to check for kidney problems. Nothing even close to "wellness". I asked how that happened, got no answer. The person I talked to SAID she got it all strightened out, then about a week later, got an email that I had DUPLICATE CLAIMS etc. etc. I responded to that email with the concerns and issues stated above, and that I was getting very CONCERNED about Pet's Best claim service. I asked how my claim got "so screwed up", and why so many things had gone wrong? I did get a response, but it did NOT address my questions, just told me there was a Explanation of Benefits and that a check was on the way. I appreciate getting paid, FINALLY, BUT I also wanted an explanation as to why my clain had gotten so messed up. I didn't get that. I have since sent in more invoices, since the issue has not gotten resolved with my cat's UTI, but I did that thru email, NOT thru Pet's Best site. I was told by the lady I spoke with on the phone that I could do that..........will see if THAT gets screwed up. If it does, I will have serious reservations about this company!